With all the Covid disruption past year, many support organizations were lucky to keep up with demand. Now is the time to get started on 2022 with some upgrade plans for your organization. ASP, TSANet and FT works will hold a series of virtual workshops for leaders of support organizations starting Feb. 24, 2022.
Workshop Topics and Registration
The topics are listed below.
#1 February 24th, The Art & Practice of Customer Journeys
#2 March 3rd, Digital vs Live vs Hybrid Journeys (#1 is a prerequisite)
#3 March 10th, Support Website Design (#1 & 2 are prerequisites)
#4 March 17th, Intelligent Swarming & Collaboration
#5 March 24th, Communities, Today’s Powerhouses
#6 March 31st, Breaking Down the Silos
Each workshop starts at 11:00am Central time and runs for approximately two hours. The workshops are limited to twenty attendees to ensure interaction and allow for personal attention. The price for the workshops is $800 per session and TSANet members pay $600 per session. TSANet Members who enroll in all six workshops pay $500 per session. Go here to register or for more information.
Workshop Details
The Art & Practice of Customer Journeys
Date and Time
Feb 24, 2022: 9:00am – 11am Pacific
Prerequisites
None
Contents
- What are the benefits of defining personas and journeys?
- Who should define personas and journeys?
- What does the journey definition process look like?
- How many personas do I need?
- What details do we need to define for each persona?
- Do we need to align with sales personas?
- Do journeys have to encompass pre- and post-sales?
- What kinds of activities do I include on journeys?
- How do I use journeys once they exist?
- What are the maintenance requirements for journeys?
Please bring a proposed persona for your environment: we will help you build a journey with you during the workshop (or critique an existing journey)
Digital vs Live vs Hybrid Journeys
Date and Time
March 3, 2022: 9:00am – 11am Pacific
Prerequisites
The Art and Practice of Customer Journeys
Contents
- What are digital and hybrid journeys?
- How do I decide what activities in the journey need to be live?
- How do I identify touchpoints that can be done digitally?
- What’s special about digital journeys?
- How do I transition from live to digital or hybrid journeys?
Please bring one of your customer journeys to the workshop: we will help you identify how to optimize the touchpoints
Support Website Design
Date and Time
March 10, 2022: 9:00am – 11am Pacific
Prerequisites
The Art and Practice of Customer Journeys
Digital vs. Live vs. Hybrid Journeys
Contents
- How can I audit my website to identify opportunities for improvement?
- When do I need to start from scratch?
- How do I fund a website redesign?
- Who needs to be involved in a redesign effort?
- What are the three steps to designing support websites?
- How do I leverage customer journeys into website design?
- Do I need to hire an outside designer?
- How do I test a new design?
- How do I manage very large product suites?
- How do I handle a multi-language website?
- Do I need an app instead of a mobile website?
Please bring your website and questions to the workshop: we will help you identify key improvements
Intelligent Swarming & Collaboration
Date and Time
March 17, 2022: 9:00am – 11am Pacific
Prerequisites
None
Contents
- What’s swarming and why is it different from collaboration?
- What are the benefits of swarming and collaboration?
- Under what circumstances should I choose a swarming model?
- How do I design an effective swarming model?
- How do I implement a switch to a swarming model?
- What’s the relationship between swarming and knowledge management?
- What performance management criteria can I use with a swarming model?
Communities
Date and Time
March 24, 2022: 9:00am – 11am Pacific
Prerequisites
None
Contents
- What are communities?
- Who owns the community: support or marketing?
- Should I even start a community?
- What do I need to do to get a community going?
- How do I cultivate MVPs?
- Besides a discussion forum, what can be done in a community?
- What is the ROI of communities?
Please bring your questions about creating a community, or managing your existing community: we will discuss them during the workshop
Breaking Down the Silos
Date and Time
March 31, 2022: 9:00am – 11am Pacific
Prerequisites
None
Contents
- Why are silos a particular challenge for support?
- What are the benefits of breaking down corporate silos?
- How do I work with Sales?
- How do I work with Customer Success?
- How do I work with DevOps?
- How do I work with Engineering/Development?
- How do I work with Product Marketing?
- How do I work with IT?
- When should I give up and create a parallel organization instead?
Please bring your silo challenges to the workshop: we will help you design strategies to overcome them.
About the Instructor
Francoise Tourniaire is a well-known Support Consultant. She has over 30 years’ experience in post-sales support in the high-tech industry. In 1998, she founded FT Works, a consulting firm that helps technology companies improve their customer success and support operations.
She is the author of The Art of Support, Just Enough CRM, Collective Wisdom: Transforming Support through Knowledge, and Selling Value.